I am a thirty-three-year-old young woman dealing with the embarrassing reality of first-time…read morehearing aid use at such an early age. My hearing impairment has always been an emotional struggle - I never understood why I felt so overlooked and disconnected in social or educational settings before this diagnosis. However, nothing could prepare me to the shame I felt when I attempted to pay for my hearing aids at Associated Otolaryngologists of Pennsylvania in Carlisle, Pennsylvania.
I worked with my Audiologist, Rebecca, for several weeks trying to find the prefect hearing aid. Rebecca has been an amazing Audiologist and she truly guided me through these tumultuous times. I was excited to commence hearing the world through a fresh and healthy perspective when I went to pick up my hearing aids on April 5, 2021.
Throughout the past several weeks, I spoke with Rebecca regarding my insurance coverage, as well as my options if I had to pay out of pocket for my hearing aids. After processing the hearing aids through my insurance, I still had a balance of $1,036. I made certain the office participated in CareCredit in order to utilize their special financing program. I was informed on March 29, 2021 that I just needed my CareCredit account number to process my payment. I brought my physical CareCredit card with me on April 5, 2021. I informed Bonnie that I was going use my CareCredit to pay for the remaining balance, however I noticed she was apprehensive and inexperienced in processing such transactions - she was searching in a binder for instructions.
Bonnie did not know that Synchrony Financial was involved in CareCredit. I told Bonnie that I brought the physical credit card with me, but I was not certain if the account was properly activated. I subsequently called CareCredit customer service to ensure everything was in order. The CareCredit customer service representative informed me that my card had recently expired, however Bonnie could efficiently process the transaction with my CareCredit account number they provided me. Bonnie seemed to encounter further difficulties locating the account, and told me that she needed more information to process the transaction. I contacted CareCredit again and was advised that the Carlisle office can locate my account number through a portal called "CareCredit System" and I would also have to provide an ID to complete the transaction, so Bonnie called her billing office.
I could not find anything humorous about my situation, however Bonnie and her friend from the billing department were laughing and giggling at my expense. As I could feel my patience wearing thin, I let Bonnie know that I have an appointment on April 21, 2021, and I could leave the devices here until said appointment. I then waited twenty more minutes while Bonnie and her office manager conversed. They located my name in the CareCredit System, but could not process the transaction, because they said I provided an incorrect account number.
Bonnie then requested I surrender my hearing aids to her until the office could properly educate themselves on CareCredit. I was quite hurt and upset since my insurance had already contributed $5,200 for these devices. CareCredit informed me that Bonnie could have easily resolved this issue by contacting CareCredit Provider customer service, or even asked me for another payment method until she found time to do so.
I was treated very unjustly throughout this entire interaction, and embarrassed that the office shamed and made assumptions regarding my economic situation. I concluded that it would be best for my health to cancel my hearing aid order right there, and sever my relationship with Associated Otolaryngologists of Pennsylvania. Tina, the office manager, reached out and accused me of attempting to pay my outstanding balance with an expired CareCredit card and a fraudulent CareCredit account number.
I have paid several hundred dollars out of pocket for services at AOP; my insurance company has also paid AOP several thousands of dollars. Tina's accusations painted me as a dishonest patient. She also told me that Bonnie's laughter on the phone was acceptable behavior because she knows her personally, and she would never laugh at a patient's financial situation. Tina's lack of concern and professionalism concerned me, especially because she was apparently the only person I could speak to regarding this matter.
It is most unfortunate that I cannot continue my treatment and must live with an impairment as a result of this encounter. AOP should be accountable for their actions instead of blaming patients for their own inexperience working with CareCredit. I am severely distraught and exhausted that I must now live without my hearing aids as I commence my process with a new provider.
